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Augusten Burroughs. People make mistakes, act in ways unlike themselves and hurt others accidentally when they themselves are hurting: it's important to have understanding and remember it is not coming from a place of malice but rather confusion - forgive. But no number of apologies is worth anything unless words are backed up by a change in behaviour. It's essential to admit to your own shortcomings, but in order to be self-accountable admission isn't enough - be aware, act differently.